The purpose of ITIL Service Strategy Before we move to serive strategy let′s quickly think of its purpose. Key Concepts in Service Strategy Publication for the Service Strategy defined various key ITIL concepts. Pattern the fundamental way of dealing with circumstances, problems and simply doing things. Service Value Service Value relates to the customer′s perception of the business outcomes and comprises of two main elements such as Service Utility and Service Warranty. Type III: this service provider is the wider one and operates as an external service provider serving multiple external customers. Servide Design can be described as a one of five stages in the overall Service Lifecycle modules.
Key Principles Service Design begins when discussing business requirements with the people from business side. Four Service Desing "P"s To ensure consistent and integrated environment in IT processes and activities and basically in the whole organization a holistic approach should be implemented and adopted in Service Design. Service Design Package (SDP) already mentioned in Service Design purpose article defines the general aspects of an IT service and the requirements within all stages of its lifecycle. Service Transition is dedicated to deliver required by business side all necessary services. Key Processes and Activities in Service Transition Service Transition is one of the most important parts of ITIL lifecycle modules because this part of lifecycle has huge impact on service design and operations.
Change Management - its purpose is to ensure all changes are handled by standardized procedures and methods. Service Asset and Configuration Management (SACM) - protects and ensures configuration items (CI) within the service lifecycle.
Knowledge Management - basically it focuses on people and knowledge by ensuring right people have right knowledge at the right time. Transition Planning and Support - this process simply controls, manages and identifies possible risks of failures across transition activities. Release and Deployment Management - main goal of this process is to deal with positioning all aspects of services provided to the business. Service Validation and Testing - deals with validation and testing services that are new or changed in the IT infrastructure. Evaluation - another ongoing process that considers the input to Service Transition, addressing the relevance of the service design. ITIL Service Transition Key Principles Service Transition has a deep impact on other processes withing lifecycle, that is why it has to be supported by principles which help utilize effective and productive use of changed or primarly new services. Advanced Training is a Licensed Affiliate of Solisma Pty Ltd, which is the Accredited Training Provider (ATO) for all ITIL courses. To broaden AVer’s internal management to another horizon, additional systems are currently being implemented. Having the highest pass rates in the industry, plus thousands of satisfied clients from leading organizations makes it clear that The Art of Service is the only choice for any candidate looking to get their ITIL® certifications. In today’s economic climate most IT Professionals can not afford to spend thousands of dollars in preparation for an exam. The learning system that was created allows students to prepare as much as they need, 24 hours a day 7 days a week. The data demonstrates objectively that The Art of Service’s solution to get their clients ITIL® certified (a) works, and (b) works better than anyone else’s. Martin Buckley, Microsoft, USA says: “I looked around for a training provider for my ITIL® v3 Managers Bridge – it was difficult.
Ivanka Menken is the trainer – she is a co-owner of the company and has been at the ‘coalface’ of Service Management delivery since ITIL® v1 days. Andrew from Melbourne had this experience: “Having worked in IT for 15 years I had never had to implement ITIL® based methodologies in any formal manner.
The Art of Service’s course is well structured, easy to follow, and concise enough to easily meet the ITIL® certification requirements. Having the highest pass rates in the industry, plus thousands of satisfied clients from leading organizations makes it clear that The Art of Service is the only choice for any candidate wanting to get their ITIL® certifications.
The Art of Service is the logical and most sensible solution for thousands of IT professionals and their organizations. Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. Originally, ITIL was developed by the Central Computer and Telecommunications Agency (CCTA) as a set of comprehensive and iter-related codes of practice. There are 5 modules discussed during this training which are Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. When working in ITIL environment - especially if you are a newhired person - you may feel lost when reading emails full of meaningless abbreviations. Service providers have to remember that the success in a business comes from deep understanding of what the cutomers′ expectations are and where to look for possible improvements in those needs.


Following through meetings on which design aspects are discussed, ends with ready to implement service solutions dedicated to meed business needs and excpectations. Such attitude will ensure high quality of the services provided as well as end-to-end business continuity. SDP is generated for major changes in IT infrastructure (including software and hardware), IT services or even service retirement. Service Design Package is produced at a Service Design stage and this is the starting point for Service Transition. Such combination of people, time and knowledge help support services requested or required by business side. To those principles we can include: Knowledge Keeping in mind that knowledge transfer between different supporting units or people working within those units is a key factor in terms of providing support to services.
Its purpose is to also manage the technology, infrastructure and applications implemented in organization in order to meet cutomers′ needs. In practice there are much more of them and each one has to be balanced and maintained by the Service Operatin staff. It is AVer’s belief that keeping our management system in line with the newest industry trends makes us better prepared to serve company stakeholders.
The Art of Service is the logical and most sensible solution for thousands of career driven IT professionals and their organizations.
On top of that, classroom students are limited to a set timeframe of a couple of days in a row of studying.
In addition, this learning system gives them the peace of mind that they are ready to excel when it is time to sit their ITIL® Foundation exam, ITIL® Intermediate exam and Managing Across the Lifecycle Exam. For exam candidates that have taken their Service Offerings and Agreements (ITIL® v3 Intermediate SOA) course with The Art of Service it is an astounding 90%.
For exam candidates that have taken their ITIL® v3 Managers Bridge course with The Art of Service it is 80%. For exam candidates that have taken their Service Strategy (ITIL® v3 Intermediate SS) course with The Art of Service it is 100%. For exam candidates that have taken their Service Design (ITIL® v3 Intermediate SD) course with The Art of Service it is 100%. For exam candidates that have taken their Service Transition (ITIL® v3 Intermediate ST) course with The Art of Service it is 75%. For exam candidates that have taken their ITIL® v3 Foundation Bridge course with The Art of Service it is 95%. We have trained thousands of candidates from organizations such as UPS, Nike, Intel, Apple, Microsoft, Procter & Gamble, Cisco Systems, Hewlett-Packard, Google, IBM and many more. I called several providers who were claiming to offer training; when I probed on the name of the instructor, references, success rates – there was very little or in several cases no evidential data the course would deliver. When at last I did, this provided me with the foundation to build a successful and highly regarded ITIL® based process for a new venture my employer was pursuing. For all those people who fell lost but also for people taking the ITIL exam we created the list below. Service Value also incorporates the referenced concepts of services such as Assets, Value Creation, Value Networks and Value Capture.
It is very important to notice that all those business needs have to be properly documented in order to avoid desing mistakes at the finishing stages. Key Processes within ITIL Service Design In Service Design publication there are several processes and activities defined. Formal Policy Setup the formal policy and common standards for framework to implement all requested and required by business changes. In fact this is the the stage in the whole lifecycle where services basically deliver the value to the business because from business point of view this stage has the highest visibility. The effective day-to-day execution of these management systems has won AVer high recognition from international customers and business partners. In 2002 The Art of Service set out to create something as good as, or better than, classroom tutoring but with one crucial difference: it would be at a price that anyone could afford. Our ITIL® courses are fully accredited and formally recognized by EXIN, BCS, CSME and Loyalist Certification Services.
The venture came off, and my ITIL® framework is in place and doing what it should, providing a quality of service we couldn’t have achieved without it.
What market problems with high pain points exist with that persona and what are the alternatives?”Then you move to “which of those market problems are you choosing to solve as you design your solution” - Creating ValueThen “is there a willingness to pay for that problem?” – capture value“Is your solution appealing to the persona and is there perceived value in the minds of the persona for your proposition” – Communicating Value“Can the prospect “easily” avail and use your product? CCTA, renamed the Office of Government Commerce (OGC) maintains the library and releases all updated related to ITIL.
There are no tricky questions so once you learnt the subject you shouldn′t have any problems to pass the exam.
We believe it will be usefull for everybody who needs quickly remind what particular acronym means. Service Provider Types Because there are many different strategies and service providers within the organization, it was agreed to divide service providers into separate types.


Serive Design Package is a set of documentation, service solution that meets business requireements and is a starting point for Service Transition.
It is Service Operation staff responsibility to ensure that the value to the business is delivered.
This requires a long investigation and understanding of who may be our potential customer, who is our current cutomer, why we lost the previous clients. The role of service transition is not to focus on just one or two application implementations but it is rather focused on the wider acpect of implementing the service.
It is impossible to transition a service without knowing what is the nature and purpose of the service, epecially in terms of the outcomes and removed business constraints. At this stage there may be some confilciting goals appear and it is important to know how to balace this. It acts as an independent of any commercial intersts organization involved in ITIL (independent from software companies, software vendors, integrators, training protocols).
Moving forward we discover that this wider context forces us to clearly define our market place and our borders between which our services are provided and between which we operate in. Service Catalogue Management (SCM) According to itSMF the purpose of Service Catalogue Management is to provide a single, consistent source of information on all the ageed services, and ensure that it is widely available to those who are approved to access it. Basically the Service Transition is responsible for the implementation of all aspects of the service.
Course corrections Managing and anticipating course corrections which simply means to be proactive and determined likey course correction requirements, and when elements of a service do need to be adjusted, this is undertaken logically and is fully documented. What is worth to underline is that service strategy has never succeded when it was created in isolation of the general strategy and culture of the organisation that the service provider belongs to.
It is very simillar to the change management database from itil v3, because SCM is a central source of information about services delivered by a service provider.
Depending on your choice you can receive 3 points for each exam in Lifecycle path (left side of the picture), or 4 points from Capability Path (right side).
The strategy adopted by the service providers has to be compliant with the over-arching strategy the provider operates in. Service Level Management (SLM) This process is to ensure that all the services provided are on tha appropriate level of quality. Fleeting opportunity or here to stayExtended Product Category – are there big competitors there? ISEB is an organization which prepares delegates for the ITIL Foundation Certificate in IT Service Management. ITIL Foundation is the comprehensie framework, a base on which IT Processes are composed within IT company. Also the selected service strategy should provide sufficient value to all the customers we do business with and of course meet stakeholders expectations. The main role for this process is to negotiate and then document with business measurable service targets. Barriers to entry?Does your organization have what it takes?Do you have the right type of engineers? The ISEB was formed in 1967 and currently functions under the auspieces of the British Computer Society (BCS).
The Foundation Certificate in IT Service Management (ITIL Foundation) is a proof that the person posessing the certificate understands various processes and relations between them.
Regardless the scope of services provided the strategy is a must and all providers need it to be in the business.
Also it monitors and presents reports on delivery performance and basically the level of service.
The ISEB aims to provide industry-recognized qualification thet measure comptence, ability and performance in many areas of information systems, whit the aim of raising industry standards, promoting career development and providing competitive edge for employrs. Service Level Agreements (SLA) as well as Operational Level Agreements and Service Improvement Plans are the part of Service Level Management process.
Capacity Management Its main goal is to ensure that IT capacity resources meet demand for services provided.
Do you need high-touch sales when your company doesn’t have it?New investments – new salespeople, routes to market, engineers?Political factors – Will your Organization go for it? Capacity Management includes service and component capacity management across service lifecycle. The EXIN esablishes educational requirements, develops and organize examinations in the field of Information Technology. The main goal of EXIN is to promote the quality of the Information Communication Technology (ICT) sector and the ICT professionals working in this sector by means of independent testing and certification.



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